Artur: I wonder what this gentleman or lady was calling about?
Posted: Thu Jan 30, 2025 4:09 am
Artur: And here I am surprised that it really is a lot. I mean – you know – on websites they say that if it loads for more than 3 seconds, you are already switching off. I switch off myself then. And in the meantime, waiting with a melody or that whole sequence for 7-8 minutes? Congratulations. But it is clear that the call center is working.
Marcin: This is medicine, so it's an industry that cares a little more than, I don't know, finding out whether you're able to pay PLN 60 or PLN 70 a month for a telephone subscription.
Arthur: Sure.
Marcin: That's one thing - waiting in the IVR. Speaking of that IVR, we had a patient who waited 2 hours in the IVR and got through. After 2 hours, he had a conversation with the facility. I just... Because we have these statistics. We know israel rcs data how long an average conversation lasts. We know how long people wait for a conversation and we also see the deviations. When we saw 2 hours, it was just a massacre. He was probably driving or, I don't know, he was at work and the phone could have been lying on the speaker somewhere.
Marcin: Well, we don't know that.
Artur: It probably wasn't a hernia.
Marcin: And you know what? I don't remember, but we checked. In any case, that's one thing. The second thing is whether a given facility, once it picks up the phone, has the skills to sell. We had one client, a medium-sized chain store, to whom we told that a lot of calls are made to him that are either not handled, not answered, or not scheduled. And he actually listened to his IVR at his place, and he said: "I have to first teach my reception to sell, and then turn to you, because yes, this cooperation doesn't make sense. Your patients call for a commercial service, and my reception refers them away." Because he also handled subscriptions and the National Health Fund. And we are also able to draw the facility's attention to why their reception is unable to sell. Or what they are doing wrong that they are not selling.
Marcin: This is medicine, so it's an industry that cares a little more than, I don't know, finding out whether you're able to pay PLN 60 or PLN 70 a month for a telephone subscription.
Arthur: Sure.
Marcin: That's one thing - waiting in the IVR. Speaking of that IVR, we had a patient who waited 2 hours in the IVR and got through. After 2 hours, he had a conversation with the facility. I just... Because we have these statistics. We know israel rcs data how long an average conversation lasts. We know how long people wait for a conversation and we also see the deviations. When we saw 2 hours, it was just a massacre. He was probably driving or, I don't know, he was at work and the phone could have been lying on the speaker somewhere.
Marcin: Well, we don't know that.
Artur: It probably wasn't a hernia.
Marcin: And you know what? I don't remember, but we checked. In any case, that's one thing. The second thing is whether a given facility, once it picks up the phone, has the skills to sell. We had one client, a medium-sized chain store, to whom we told that a lot of calls are made to him that are either not handled, not answered, or not scheduled. And he actually listened to his IVR at his place, and he said: "I have to first teach my reception to sell, and then turn to you, because yes, this cooperation doesn't make sense. Your patients call for a commercial service, and my reception refers them away." Because he also handled subscriptions and the National Health Fund. And we are also able to draw the facility's attention to why their reception is unable to sell. Or what they are doing wrong that they are not selling.